Managing Agent Team Manager

Are you a property professional with experience in providing a compliant lease management service? We are seeking a Managing Agent Team Manager to join our London based team on a full time, permanent basis.

Reporting to the Homeowner Services Manager you'll lead a National Managing Agent Team to deliver a high-quality, regulatory and legally compliant lease management service across a portfolio of homes located on estates owned and managed by third-party landlords and Managing Agents acting on behalf of a Superior Landlord.

We operate a hybrid working model which requires employees to work in the office for three days per week with the remaining two being from home.

Key Responsibilities

• Compliance: You will receive and scrutinise service charge demands, accounts and formal notices from managing agents, addressing areas of concerns or non-compliance.
• Customer support: You will advise and support customers, stakeholder teams, and colleagues with Superior Landlord and Managing Agent issues, and act as a point of escalation when necessary.
• Leasehold property law: You will ensurethat customers receive appropriate information and support to comply with their rights and responsibilities in their leases, in accordance with Guinness's service standards, principles, policies and procedures, and any relevant superior titles (i.e. Head Leases).
• Legislation knowledge: You will havea working knowledge of relevant legislation (i.e. S18-30 Landlord and Tenant Act 1985, Commonhold & Leasehold Reform Act 2002), RICS and ARMA guidelines, and associated regulations and procedures.
• Subject matter expert: You'll be expected toproviding subject-matter expertise across the organisation, including interpretation of leases, legal structures, rights, responsibilities, service charge provisions (including recoverability and any VFM risks), and support cross-functional working.
• Data & reporting: You will be competent withmonitoring, managing and reporting on finance and safety compliance on buildings and estates controlled by third parties and ensure any incidents of non-compliance are escalated in accordance with relevant protocols and legal options.

Role Criteria

Essential:

• You will hold a TPI (The Property Institute) affiliation.
• Educated to Level 2, GCSE Grade 4/C or above (or equivalent).
• Ability to read, interpret, apply, and explain complex title (i.e. leasehold) documents, structures and provisions.
• A good understanding of variable service charge provisions and practices.
• Experience of providing high levels of Customer Service and meeting a wide range of customers' expectations.
• Excellent standard of oral and written communication.
• Experience and responsibility of health and safety or other equivalent compliance.
• Highly self-motivated with the ability to plan and work effectively without high levels of supervision.

Desirable:

• TPI Level 3.
• RICS accreditation
• Recruiting, managing and developing staff in a customer service environment.
• Experience of Leasehold and affordable housing tenures (i.e. Shared Ownership, Affordable Rent).
• Experience of preparing and managing Section 20 and Section 20b notices.
• Fire risk assessment actions.

If you're interested in joining us and would like to apply for this role, please review the role profile to view all of the key responsibilities and to ensure you meet the essential criteria.

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